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| HELP PLEASE! Cowboy Go Markets - Trades Closed Apparantly By Magic https://www.stevehopwoodforex.com/phpBB3/viewtopic.php?t=3773 |
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| Author: | fxozgirl [ Wed Aug 06, 2014 9:55 am ] |
| Post subject: | HELP PLEASE! Cowboy Go Markets - Trades Closed Apparantly By Magic |
I hope someone can help shed some light on a situation that occurred last night please as any information or assistance would be greatly appreciated. I had 2 open GBPJPY trades last night, a Buy trade and a Sell trade on my LIVE Cowboy Go Markets account The buy trade was opened on 1st Aug @ 173.683, TP 173.192, no SL The sell trade was opened on 4th Aug @ 172.668, TP 172.460, no SL Last night at 6.31pm AEST both trades closed simultaneously for a loss @ 6.31pm AEST The Buy trade closed at 173.192 The Sell trade closed at 173.208 Needless to say I was very annoyed and rather perplexed, there are no EA's or scripts managing the trades, just whammo, both trades closed. Not only that, but to make it worse, I have a trade copier sending all trades to my GP Live account and so I lost there as well, with no opportunity to try and get those trades re-instated. I checked the journal, the expert tab, and the logs and there is no reference to these trades at all, so I took screenshots, saved the logs onto my desktop and sent an email to Cowboy Go Markets asking them to investigate and re-instate the trades. I just got off the phone from them about half an hour ago and they claim 'their' journal shows the trades were closed from my IP Address and that I must have closed them or an EA/Script has closed them. They insisted that the trades would show in my journal and logs. After a discussion that got a little bit heated, they asked me to send them my screenshots and logs so they could see what I have and they will investigate further tomorrow. They also said that the trades were only $40 each, but for me, I have painstakingly grown my account since the start of the year from $3300 to $8800 dollar by dollar and $80 is a big deal to me, so my question to them and to anybody here who may be experienced enough to know, is it possible that 'their' logs would show something different to mine and if this is true, then where do we as traders stand with trying to make a case against them for trades that have randomly been closed like this? I have attached my screenshots and logs I saved last night and would welcome any input that may help with either showing me where I may have missed something or what my options are moving forward? Thanks in advance Shelley |
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| Author: | nanningbob [ Thu Aug 07, 2014 12:44 am ] |
| Post subject: | HELP PLEASE! Cowboy Cowboy Go Markets - Trades Closed Apparantly By |
Sorry you are having a problem. Of course the first step is to deal with your broker first. If you are not satisfied then www.ForexPeaceArmy.com is a great place to take your complaint. They also have dealt with many brokers and their shenanigans and/or technical glitches in systems. They would have the experience and know how to deal with this type of situation. I have used them in the past with a foreign broker and just the mention of taking my complaint to them ended the problem quickly. Customers are a premium in the Forex market since it is very competitive so use that power. Good luck. |
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| Author: | Jemook [ Thu Aug 07, 2014 2:14 am ] |
| Post subject: | HELP PLEASE! Cowboy Cowboy Go Markets - Trades Closed Apparantly By |
Hey Shelley, Ask them for their Empty4 server/journal logs for the trade - from my experience if the IP that closed the trades is indeed the same as the clients then it would suggest that the trade was closed on the clients side by the EA or a script. Cheers, Jeremy |
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| Author: | fxozgirl [ Thu Aug 07, 2014 4:25 am ] |
| Post subject: | HELP PLEASE! Cowboy Cowboy Cowboy Go Markets - Trades Closed Appara |
Thanks Jeremy, but see this is what I don't understand. I did NOT close those trades I did NOT have an EA or script on the chart managing those trades My journal, my logs, and my expert tab do NOT show these 2 trades being closed. They still don't now! So how is it that the broker has their own log or journal that shows that the trades have been closed on my platform, but this same information does not appear on the client side? And if this is true, what protection do traders have if there has been a glitch in the platform, when the broker will just default to their own journal or log? What is the point of the Empty4 platform producing the data such as journals, logs etc, if in case of a dispute it means nothing at all? |
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| Author: | Jemook [ Thu Aug 07, 2014 5:39 am ] |
| Post subject: | HELP PLEASE! Cowboy Cowboy Go Markets - Trades Closed Apparantly By |
I have a feeling the trade copier is the issue. Are you using MT4i for copying? Did one of the slaves partial close or close a trade by any chance? I've seen MT4i do some crazy things on one of our MAMs. Just another thing you should be looking at. I've never seen a bug in Empty4 itself close a trade - Empty4 as a platform is rock solid in that respect. Whenever I've received an email from a client asking "who closed my trade!" it was either due to a MT4i copier freaking out, a margin stop out or the client accidentally pressed the close trade 'X' in terminal. The most important thing is the IP that the trade was sent from - if it comes from the clients account then the request came somehow from that end and if it's your IP I would rule out the broker closing the trade(s). Just gotta isolate how it happened, my money is on the trade copier if the IP address is yours. Hope that helps! Cheers Jem |
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| Author: | fxozgirl [ Thu Aug 07, 2014 6:01 am ] |
| Post subject: | HELP PLEASE! Cowboy Cowboy Cowboy Go Markets - Trades Closed Appara |
Thanks Jeremy, I appreciate your insights! The broker hasn't got back to me yet with their journal, but if you look at the screenshots I attached in the 1st post, you can see other actions mt4i has taken, but not for these pairs. This is what I don't understand, why are the trade closures not showing in my journal even if mt4i did have a hissy fit and close them, surely there should still be a record? |
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| Author: | Jemook [ Thu Aug 07, 2014 6:16 am ] |
| Post subject: | HELP PLEASE! Cowboy Cowboy Go Markets - Trades Closed Apparantly By |
Might be a silly question but have you scrolled through the logs to the time the platform time the trade was closed? Also, from my understanding the expert / journal logs in Empty4 reset when you close the platform down so if you re-started you might not be seeing them anymore. |
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| Author: | dudest [ Thu Aug 07, 2014 6:38 am ] |
| Post subject: | HELP PLEASE! Cowboy Cowboy Go Markets - Trades Closed Apparantly By |
Hallo Shelley, Sorry for what happened, hopefully we'll get to the bottom of it I've checked the attached screenshots and log, but need more info a) Inside the Journal tab: right-click anywhere and click "Open" -> folder with all the Journal logs will be opened. Attach the logs for the day in question [ prev day and next day would be a plus as well ] b) Inside the Experts tab: right-click anywhere and click "Open" -> folder with all the Expert logs will be opened. Attach the logs for the day in question [ prev day and next day would be a plus as well ] Also, 1. When Go's Empty4 does live updates, does it USUALLY ask you first or does it just go ahead and install the update and restart the platform without your 'consent'? 2. Sorry to question this (since you already said you do not have any EAs or Scripts managing your trades): in the log you posted, there's a mention of MPTM being loaded and removed [ 07:20 ]. Do you use it at all or that was, say, accidental? Cheers |
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| Author: | dudest [ Thu Aug 07, 2014 6:44 am ] |
| Post subject: | HELP PLEASE! Cowboy Cowboy Cowboy Go Markets - Trades Closed Appara |
True, the expert/journal logs on the Empty4 tabs reset, but the text-file logs on the hard-disk remain (unless you manually delete them) I think you're on to it Jem; given that the live a/c trades also closed, the trade copier may have 'flipped Hopefully with the logs saved on disk, we'll be able to see Cheers PS: Shelley, please post the sender conf / set file for MT4i as well. Thanks |
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| Author: | fxozgirl [ Thu Aug 07, 2014 8:59 am ] |
| Post subject: | HELP PLEASE! Cowboy Cowboy Cowboy Cowboy Go Markets - Trades Closed |
Jeremy, all the logs and screenshots I attached were taken within a couple of hours of the trades closing when I realised what happened. I also did a search string in the logs for 'GBPJPY' and could not find anything. Also I have not closed my terminal since Monday open. Dudest, thanks for your suggestions, I have attached everything you asked for...I couldn't see anything but if anything jumps out at you, please let me know. At the end of the day if an EA has done something weird I need to know, but I would also expect to see that in the logs. 1. Go's updates usually happen by themselves, but only when I re-start the platform. eg. when I re-start it after the weekend if there is an update it will automatically apply itself then. I have not seen it update whilst the platform is already open. 2. I saw the mention of MPTM being loaded/removed but I didn't do that, so that must have been an accident. So goes to show that can happen, again though, at least it's recorded in the log even though it was unauthorised so to speak. I know I'm probably beating a dead horse, and I apologise for harping on about it, but that is exactly what my understanding is that any action whether authorised or not should appear in the logs for exactly this type of trouble shooting. Also, I received an email back from Cowboy Go Markets advising they are investigating further and should get back to me tomorrow (Friday AEST). Thanks again for your assistance |
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